Case study
Support transformation and engineer enablement
A high-volume support organisation where the same issues kept arriving: the fix was partly knowledge, partly how the team was coached and measured.
The challenge
High-volume APAC support across 200+ enterprise accounts, with case ageing, resolution speed and knowledge gaps to close. The queue was being worked, but the same questions kept coming back.
My role
Lead Technical Support Consultant, leading escalations from triage through resolution and owning the knowledge and coaching side of service quality.
The approach
Authored KCS HelpX articles on the issues that kept generating tickets, onboarded Tier-1 and Tier-2 engineers, and coached the team on resolution metrics, CSAT and SLA compliance.
Technology
KCS · ITSM · HelpX knowledge base · KPI and CSAT tracking
Outcomes
- 20+ self-service articles published and 10+ engineers onboarded.
- On a team of 11 senior support agents closing 500+ cases a month, changes I proposed cut open case ageing by half a day and average resolution duration by a full day, quarter over quarter.